Terms and Conditions

1. Definitions

2. Acceptance of Terms

• You are at least 18 years old and legally capable of entering into a binding contract.
• If you register on behalf of a business, you have authority to bind that entity.
• You have read, understood, and agree to these Terms in full.
• You accept our Privacy Policy, incorporated by reference.
• Where applicable, you accept the Data Processing Agreement incorporated for self-serve accounts.

We may update these Terms from time to time. Material changes will be communicated by email at least 30 days before taking effect.

3. Description of Service

Customer Feedback Simplified provides a cloud-based platform that enables Business Users to create questionnaires, collect structured and free-text feedback, review analytics, manage DSRs, and configure retention, anonymisation, and PII redaction settings.

The Service is hosted on Hetzner Online GmbH infrastructure located within the European Union.

4. Account Registration and Security

4.1 Registration requirements

To use the Service, you must provide accurate and complete business account information and keep it current.

4.2 Account security

• You are responsible for maintaining the confidentiality of your login credentials.
• You must not share credentials with third parties.
• You must notify us immediately at support@customerfeedbacksimplified.com if you suspect unauthorised access.

4.3 One account per business

Each business entity may maintain one active account unless a multi-seat arrangement has been expressly agreed.

5. Acceptable Use Policy

5.1 Permitted uses

• Create questionnaires related to legitimate business activities.
• Collect feedback from customers, employees, or stakeholders who have consented where required.
• Access analytics and export data within the scope of your subscription.

5.2 Prohibited uses

• Collect personal data without a valid lawful basis under GDPR or the DPDP Act.
• Collect data from children under 18 without verifiable parental or guardian consent.
• Conduct deceptive, misleading, or fraudulent data collection.
• Collect sensitive data without explicit consent and appropriate safeguards.
• Send spam, scrape the platform, reverse engineer the Service, or upload malicious code.
• Attempt to access other accounts, systems, or networks without authorisation.
• Resell, sublicense, or white-label the Service without prior written consent.

6. Controller and Processor Responsibilities

6.1 Your responsibilities as controller / data fiduciary

• Ensure you have a valid lawful basis for collecting personal data.
• Provide appropriate privacy notices before data collection.
• Obtain valid consent where required.
• Respond to DSRs within applicable statutory timeframes.
• Ensure questionnaires comply with laws in all relevant jurisdictions.
• Do not collect sensitive personal data without proper legal basis and safeguards.

6.2 Our responsibilities as processor

• Process data only on your documented instructions.
• Implement technical and organisational security measures, including PII redaction.
• Maintain confidentiality of processed data.
• Assist with DSR fulfilment through the tools we provide.
• Notify you of personal data breaches within 72 hours of awareness.
• Delete or return data upon termination, subject to legal retention requirements.

6.3 Data Processing Agreement

A Data Processing Agreement governs processing of feedback respondent data. Self-serve accounts accept this DPA by reference on registration. Enterprise accounts may request a separately executed DPA via customerfeedbacksimplified@gmail.com.

7. Intellectual Property Rights

• We retain all rights, title, and interest in the Service and our Intellectual Property.
• You receive a limited, non-exclusive, non-transferable, revocable licence to use the Service within your Subscription.
• You retain ownership of your questionnaires, feedback data, and business information.
• You grant us a limited licence to process and display your content only to provide the Service.
• You must not reverse engineer, decompile, or derive the source code of the Service.

8. Data Ownership and Portability

You own all feedback data collected through your questionnaires. We act as custodian and processor of that data on your behalf.

• You may export questionnaire data in CSV or JSON format.
• Upon account termination, you have 30 days to export your data before deletion.
• You may delete individual responses, questionnaires, or your account.
• Anonymised and aggregated data that cannot be linked to an individual may be retained.

9. Privacy and Data Protection

Your use of the Service is subject to our Privacy Policy, incorporated into these Terms by reference.

9.1 GDPR support

• Automatic PII redaction on free-text feedback before storage
• IP address anonymisation within 24 hours
• DSR management tools for access, erasure, and portability
• Data retention configuration controls
• Subprocessor transparency for EU-based hosting

9.2 DPDP support

• Processing only on your instructions as Data Fiduciary
• Security safeguards aligned with DPDP Rules
• Audit log support
• Assistance with Data Principal requests within statutory windows

10. Security Obligations

10.1 Our security measures

• AES-256 encryption for data at rest
• TLS 1.3 for data in transit
• Automatic PII redaction before storage
• Role-based access controls
• Regular security reviews and penetration testing

10.2 Your security obligations

• Maintain secure account credentials
• Share questionnaire links only with intended recipients
• Avoid collecting unnecessary sensitive data
• Promptly notify us of suspected breaches involving the Service

11. Personal Data Breach Notification

• We will notify you within 72 hours of becoming aware of a breach affecting data we process on your behalf.
• Notification will include the nature of the breach, affected categories, likely consequences, and measures taken.
• You are responsible for notifying respondents and authorities where required by law.

12. Service Availability

We target 99.5% monthly uptime excluding planned maintenance windows. The Service is provided on an as available basis, and downtime may result from third-party failures, cyberattacks, force majeure events, or scheduled maintenance.

13. Warranties and Disclaimers

We warrant that the Service will materially perform as described, that we will maintain reasonable security measures, and that we will process Personal Data in accordance with our DPA and applicable law.

Except as expressly stated, the Service is provided "as is" and "as available" without implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

14. Limitation of Liability

• We are not liable for indirect, incidental, special, consequential, or punitive damages.
• Our aggregate liability is capped at the greater of fees paid in the prior 12 months or INR 10,000 where no fees were paid.
• These limits do not apply where liability cannot be excluded by law, including fraud or certain statutory obligations.

15. Indemnification

You agree to indemnify us against claims arising from your breach of these Terms, your failure to comply with data protection laws, unlawful questionnaire content, or your unauthorised use of the Service. We will indemnify you against qualifying third-party IP infringement claims relating to the Service, subject to customary conditions.

16. Termination

16.1 Termination by you

You may terminate your account at any time through the dashboard or by contacting support@customerfeedbacksimplified.com.

16.2 Termination by us

• Breach of these Terms or the Acceptable Use Policy
• Unlawful data collection or missing consent
• Non-payment of applicable fees after notice
• Threats to Service security or integrity
• Insolvency or equivalent proceedings

16.3 Effect of termination

• Access to the Service ceases immediately on termination.
• You have 30 days to export data before permanent deletion.
• We delete Personal Data processed on your behalf within 30 days unless law requires retention.

17. Confidentiality

Each party will keep the other's confidential information confidential, except where disclosure is required by law or the information is already public, previously known, or independently developed. This obligation survives termination for 3 years.

18. Governing Law and Dispute Resolution

• These Terms are governed by the laws of India, with GDPR and EU law applying where required.
• For India-based Business Users, courts in Pune, Maharashtra have jurisdiction, subject to arbitration.
• Disputes not resolved amicably within 30 days may be referred to arbitration in Pune, Maharashtra under Indian law.
• EU-based Business Users may also use alternative dispute resolution mechanisms available in the EU.

19. Force Majeure

Neither party is liable for delays or failures caused by events beyond reasonable control, including natural disasters, government actions, internet failures, cyberattacks, epidemics, or hosting outages. If such an event continues for more than 60 consecutive days, either party may terminate the agreement.

20. Changes to These Terms

• Minor updates may be posted on this page with an updated effective date.
• Substantive updates will be emailed at least 30 days before they take effect.
• Urgent legal or security updates may take effect immediately with concurrent notice.

21. General Provisions

• These Terms, the Privacy Policy, and any applicable DPA form the entire agreement.
• If any provision is unenforceable, the remainder stays in effect.
• Failure to enforce a right is not a waiver.
• You may not assign rights without prior written consent.
• The parties are independent contractors.
• Legal notices must be sent in writing to customerfeedbacksimplified@gmail.com.

22. Contact Information

These Terms and Conditions were last updated on March 27, 2026.